Summary
Overview
Work History
Education
Skills
Experience with; Salesforce, CRM, ChurnZero, Jira.
Timeline
Generic

Linda Mayor

Portland,Oregon

Summary

Sociable Customer Success Manager versed in applying conflict resolution strategies to escalated customer complaints. Helpful team leader passionate about training others in customer satisfaction. Noted for creativity in customer support strategies.

Overview

20
20
years of professional experience

Work History

Customer Success Manager

Vector Solutions
Remote
09.2018 - 08.2022
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
  • Created customer support strategy to increase customer retention.
  • Recommended changes, improvements or enhancements in products to product development team based on customer feedback.
  • Provided technical troubleshooting and problem solving for clients with installed equipment or system issues.

Customer Success Manager

Convergence Training
Camas, Washington
07.2014 - 09.2018
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Provided technical troubleshooting and problem solving for clients with installed equipment or system issues.

Computer Support Specialist 2

Unisys Contracted -Bonneville Power Administration
Portland, Or
05.2001 - 05.2013
  • Monitored hardware, software and peripheral performance against organizational expectations.
  • Stayed up to date on software and hardware updates to optimize efficiency and productivity for management of clients.
  • Culled technology knowledge to perform IT troubleshooting, restoration and maintenance services to maintain organizational performance levels.
  • Tracked issue resolution policies to maintain compliance with internal standards.
  • Resolved computer and system networking problems to maintain user productivity.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Configured hardware, devices and software to set up work stations for employees.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.

Education

Office Manager And Computer Support

US Army,
Gibbs Base, Frankfurt Germany

Skills

  • Collaborative Environments
  • Best Practices and Methodologies
  • Change Management Process
  • Satisfaction Surveys
  • Client Interactions
  • Customer Account Review
  • Salesforce CRM Experience
  • Google Apps
  • Quarterly Reviews
  • Special Projects

Experience with; Salesforce, CRM, ChurnZero, Jira.

Worked with ticketing and managements systems - Salesforce, Jira and Trello Board. With ChurnZero was collecting data, mailing surveys system outages and marketing announcements.

Timeline

Customer Success Manager

Vector Solutions
09.2018 - 08.2022

Customer Success Manager

Convergence Training
07.2014 - 09.2018

Computer Support Specialist 2

Unisys Contracted -Bonneville Power Administration
05.2001 - 05.2013

Office Manager And Computer Support

US Army,

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Linda Mayor